Examination of alliance formation and management in the context of ‘fit’ or alignment with individual partner’s organisational strategy, administrative systems, and managerial characteristics still remains unexplored. This conceptual paper argues that the success of alliances depends on the ability of the partners to strategically match/align resources, capabilities, compatibilities and the man...

Data quality is an essential component for successful Customer Relationship Management (CRM). This paper discusses some of the considerations in the approach, design, and administration of tools and products intended to assess the quality of consumer names.

The purpose of this research paper is to review the literature and suggest the relationships between organizational change through implementation of new health information technology (HIT) and/or reconfiguration of existing HIT, practitioner anxiety, and effective caring practitioner/patient and practitioner/practitioner relationships using a conceptual framework of Relationship Centered Care (...

This paper discusses an approach able to simultaneously compare the importance of performance and relationship marketing variables in building satisfaction among frequent customers. Multivariate statistical techniques are used – factor analysis and multiple regression analysis – to model the satisfaction of frequent customers of a group of hotels in the north of Portugal. The conclusion is that...

CORPORATE COMMUNICATIONS AND ITS IMPACT ON CUSTOMER RETENTION Economic literature has been focusing frequently on the impact of systematic coordination of all communication instmments, coming to the result that well managed corporate communications may strengthen return on sales. The justification of this assumption is the concept of market focused management, i.e. the strict orientation of all...

This study, based on the traditional 4P framework, proposed a construct, dynamic marketing capability, which reflects the extent to which a firm can dynamically adjust its marketing activities and resources in response to changing environments. The construct is hypothesized to mediate the effect of a firm’s information technology (IT) support for CRM on firm performance. With a survey of the 50...

Besucher: Universitätsstr. 12, 86159 Augsburg Telefon: +49 821 598-4801 (Fax: -4899) Universität Bayreuth, D-95440 Bayreuth Besucher: F.-v.-Schiller-Str. 2a, 95444 Bayreuth Telefon: +49 921 55-4710 (Fax: -844710) www.fim-rc.de W I3 0 8 Diskussionspapier Wirtschaftlichkeitsanalyse für CRM-Systeme – Ein Erfahrungsbericht von Torsten Becker, Julia Heidemann, Nora Kamprath, Marco C. Meier, Maximili...

Today in response to the changes in global economy, growing customer demands and increasing IT possibilities the public sector adapts approaches that have proven to be successful in business environment. Many private companies have successfully implemented customer relationship management strategies and are starting to use knowledge management applications to improve the quality and efficiency ...

A huge number of customer data was collected by using of information technology in healthcare context. It is very important for healthcare providers to analyze this type of big data following the logic of customer relationship management. So here we propose an integration framework which can realize the customer segmentation and customer churn prediction together. To efficiently segment the cus...

In this article the authors demonstrate how a customer lifetime value approach can provide a better assessment of advertising effectiveness that takes into account post purchase behaviors such as word-of-mouth. While for many advertisers word-of-mouth is viewed as an alternative to advertising, the authors show that it is possible to quantify the way in which word-of-mouth often complements and...